Case studyCRM- Service Strategy

Insure Better: Automating Case Handling and Vendor Collaboration for FIMC US

FIMC US, a leading insurance provider, sought to enhance its case handling efficiency by automating various channels for customer support, including email, call, and SMS. Additionally, they aimed to improve collaboration with external vendor partners by developing a vendor portal. Through advanced automation and seamless collaboration, FIMC significantly improved its response times and streamlined its operations.

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Case study: Insure Better: Automating Case Handling and Vendor Collaboration for FIMC US
CRM- Service Strategy

About the client

FIMC provides consumer protection plans that enable partners to drive revenue, engage consumers, and extend their brands. They offer benefits that help with auto, home, lifestyle, and medical related expenses that help their customers. It’s based out of Florida, US.

What we did

  1. 1

    Automated case creation from multiple channels (email, call, SMS) for faster and more organized support.

  2. 2

    Implemented an email-to-case, call-to-case, and SMS-to-case workflow, ensuring consistent and real-time case logging.

  3. 3

    Developed a vendor portal for external partners to collaborate easily on case resolutions and support tasks.

  4. 4

    Integrated the portal with FIMC’s internal systems for synchronized case management across internal and external teams.

  5. 5

    Provided training and support to ensure smooth adoption and usage of the new systems by both internal teams and external vendors.

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The results

Improved case handling efficiency by 35% through automation of support channels.

Reduced manual data entry and case logging, cutting down on errors and response times.

Enabled seamless collaboration with external vendors, increasing resolution speed by 30%.

Centralized case management for better tracking, reporting, and decision-making.

Enhanced overall customer satisfaction through faster, more efficient case resolution processes.

*Partnered with Imagene.

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